Network Escalation Resolution Lead

hace 2 semanas


Xico, México Gigamon A tiempo completo
Job Summary

Elevate Your Career as a Network Escalation Resolution Lead at Gigamon

We are seeking a highly skilled and experienced individual to lead high-profile customer and partner escalations. As our ideal candidate, you will have a proven track record of developing effective remediation plans and negotiating measures of success with customers.

Key Responsibilities
  • Collaborate with cross-functional teams to identify customer escalation problems.
  • Develop strategic remediation plans that meet customer expectations.
  • Identify and mitigate potential risks associated with escalation plans.
  • Keep executive leadership informed of escalation progress.
  • Negotiate mutually beneficial measures of success with customers.
  • Apply key learnings from escalations to enhance internal processes and products.
Requirements
  • 5+ years of experience in customer-facing roles, specifically in escalation management or customer success.
  • Excellent communication skills in English, with the ability to communicate complex ideas effectively.
  • Calm demeanor, positive attitude, and exceptional empathy for customers.
  • A demonstrated history of leading escalations in the networking, security, or IT infrastructure industry.
  • Strong organizational and project management skills.
  • Tech-savviness, with a strong understanding of technical issues and remedies.
  • Ability to manage multiple escalations simultaneously and identify trends for improvement.
What We Offer
  • A competitive estimated salary of $110,000 - $140,000 per annum, based on location and experience.
  • A dynamic and challenging work environment that fosters growth and development.
  • The opportunity to work with a talented team of professionals who share your passion for excellence.
  • A comprehensive benefits package, including health insurance, retirement plan, and paid time off.

About Gigamon

Gigamon is a leading provider of network visibility solutions. We empower organizations to thrive in an increasingly complex digital landscape by providing unparalleled insights into their networks.



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